Senior Technical Support Engineer

So, what’s the role all about?

We are looking for a Senior Platform Engineer to join our AppOps team — someone who sits at the intersection of engineering, operations, and AI tooling. This is not a pure ops role. You will be hands-on building internal tools, utilities, and automation frameworks that raise the technical bar for the entire team. You'll own deployment pipelines, cloud infrastructure, and drive AI-assisted workflows that meaningfully improve team productivity and delivery velocity.

If you're someone who gets frustrated by manual toil, loves writing Python to automate things away, and can hold a technical conversation with both developers and architects - this role is built for you.

How will you make an impact? 

• Tool & Utility Development

  • Design, build, and maintain internal tools, scripts, and utilities in Python/JAVA that streamline AppOps workflows
  • Build AI-powered utilities leveraging LLM APIs, or similar frameworks to assist team with diagnostics, automation, and knowledge retrieval
  • Own the full lifecycle of these tools from requirement gathering to deployment and documentation

  Deployment & Platform Engineering

  • Manage and evolve Kubernetes-based deployment infrastructure (EKS/self-managed clusters)
  • Build and maintain CI/CD pipelines (GitHub Actions, Jenkins, ArgoCD or similar)
  • Define and enforce Infrastructure as Code (IaC) practices using Terraform or CloudFormation
  • Own deployment runbooks and ensure zero-downtime release practices

  Cloud Operations

  • Architect and manage AWS/Azure services - EC2, EKS, Lambda, S3, RDS, IAM, CloudWatch, etc.
  • Optimize cloud costs, monitor resource utilization, and implement auto-scaling strategies
  • Manage secrets, access policies, and ensure compliance with security best practices

  Observability & Incident Response

  • Set up and maintain monitoring, alerting, and dashboards (Prometheus, Grafana, CloudWatch, Datadog)
  • Lead RCA (Root Cause Analysis) processes and drive post-incident improvements
  • Establish SLOs/SLIs for critical platform components

Have you got what it takes?

• Strong application + scripting development; building tools, REST API clients, automation, CLIs
• EKS and AKS management, Helm, RBAC, namespacing, resource policies, K8s troubleshooting at scale
•  Hands-on with core services; experience with EKS, Lambda, IAM, CloudWatch, Secrets Manager, CloudFormation
• LLM API integration, prompt engineering, building AI-assisted utilities (Claude, GitHub Copilot, LangChain, Azure OpenAI, AWS Bedrock)
• Terraform (required); Bicep or CloudFormation as a plus; managing multi-environment state
• Prometheus, Grafana, Datadog, ELK/OpenSearch, CloudWatch, Azure Monitor
• Docker, multi-stage builds, image optimization, container security scanning.
• Bash, YAML fluency, Linux environments; comfortable in the terminal
• Exposure to scripting language (Ansible, Perl, Python, Ruby, Shell script, Powershell etc.)
• Experience in working with tools like OpsGenie, Nagios, Rundeck,
• Good understanding in Kubernetes.
• Cloud / Application level Security experience
• Experience in Banking & Financial domain
• Has worked in an Agile / Sprint development model
• Shift time IST: Rotational 6:00 am to 3:00 PM/12:30 pm to 9:30 PM/2:00 pm to 11:00 /5:30 pm to 2:30 am/10:00 PM to 7:00 AM 
  

What’s in it for you?

• Join an ever-growing, market disrupting, global company where the teams – comprised of the best of the best – work in a fast-paced, collaborative, and creative environment! As the market leader, every day at NICE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NICEr!
• Enjoy NICE-FLEX! 
• At NICE, we work according to the NICE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week. Naturally, office days focus on face-to-face meetings, where teamwork and collaborative thinking generate innovation, new ideas, and a vibrant, interactive atmosphere.

Requisition ID: 11370
Reporting into: Tech Manager
Role Type: Individual Contributor